Sara Anger Email & Phone Number

Supervise and support the Data Integrity teamPestPac CRM database management including troubleshootingRun daily reports to find and correct data within the PestPac CRM databaseDevelop and create reports that assist with business operations and finances, such as recouping previously missed fundsFinalize and process account cancellations including issuing credits/refunds where necessaryReview and approve all over the limit credit requests within the Data Integrity DepartmentWork closely with all departments (including the Escalation team) to assist with investigating and resolving difficult accounts, complicated billing situations, and developing solutions to functional problems within the PestPac CRM database.Assist with the integration of acquisitions and mergers into the PestPac CRM database, working diligently to ensure the highest level of accuracy while meeting deadlines, and ensuring a smooth transition for customers by developing & providing the Customer Service Center with a playbook for each aquisitionCreate training materials on company best practices and instructional guides on how our company uses the PestPac CRM database for all employees to useTrain direct reports as well as other employees in the company, particularly from acquisitions, and ensures they have ongoing support for maximum employee retention

Supervised and supported the Customer Service Center teamAssisted team with questions throughout the day using Microsoft TeamsShadowed new employees to assist with the ramp up phase after training completion & live on the phonesPerformed call quality analysis reports and provided constructive feedback to employeesCoached employees one on one to review company processes and proceduresShadowed employees to ensure skill development, PestPac CRM database process accuracy, and improve customer retentionCreated instruction guides for processes in the PestPac CRM database

High volume inbound Call Center AgentProcessed payments, assisted customers with online billing, and resolved complicated billing issuesScheduled appointments to address customer's pest concerns, added clear details for the technician so they would be prepared prior to arrivalDiscussed potential pest resolutions with customers prior to technicians visit and answered technical pest questionsProvided support for the Hubspot emails & voicemails team and actively participated with management to increase productivityGenerated daily reports for the Hubspot emails & voicemails teamDeveloped scripting for the Hubspot emails & voicemails teamAssisted coworkers with questions throughout the day using Microsoft TeamsProvided support for the Hubspot emails & voicemails team and actively participates with management to increase productivityGenerated daily reports for the Hubspot emails & voicemails teamDeveloped scripting for the Hubspot emails & voicemails teamAssisted coworkers with questions throughout the day using Microsoft TeamsShadowed new coworkers to assist in the ramp up phase once they are live on the phonesFocused highly on customer retention and customer satisfactionTroubleshooted the Customer Connect Portal with customersProvided Certificate of Insurance (COI), licensure, and W9 when requestedMaintained a 95% average call quality scoreMaintained a goal of 100 total emails and voicemails answered per dayReceived many 5 star reviews each monthFollowed through on all customer inquiries, including web inquiries, and requests from start to finish

Small business Customer Service Representative for both residential and commercial customersHad multiple responsibilities including:RoutingBillingRetentionSalesTechnical questionsEscalationsGenerationNotifications

Developed the grassroots mail marketing campaign from the ground up. Trained and manages 2 representatives who make outbound phone calls to market the company to target businesses. Manages and maintains a steady flow of quality leads. Makes calls to retain businesses and provide them with additional marketing materials to support their clients transportation needs. Regularly makes outbound cold calls to support the team effort. The team has provided the company with a steady stream of clients, maintained a 40% positive contact rate, contributing up to 50% of the monthly company growth.

Made 100+ outbound cold calls per day to market the company to prospective clients. Adjusted scripts to fit different markets. Maintained a 40% positive contact rate which contributed to 25-50% of the monthly company growth. Was promoted to develop and lead a full scale grassroots mail marketing campaign.

• Answered 60+ live consumer telephone calls per day, reply to voicemail and email contacts in a timely manner using the Zendesk CRM platform.• Worked from home, as well as in office, and successfully maintained office standards within the remote environment.• Consistently improved consumer satisfaction through expert resolution of conflicts, issues and concerns.• Responded to questions and concerns about both product and e-commerce transactions.• Maintained up-to-date knowledge of products and policies regarding e-commerce accounts, and provided technical support for consumers.• Received a 95% consumer satisfaction rating.• Handled tasks of reviewing marketing content from initial to final copy for basic proofreading issues – grammar, typos, and context errors.• Managed all current product content on Kwikee website to streamline brand assets and company information for prospective and current retailers review.

• Direct assistant to the Owner – scheduled meetings, field phone calls and oversee day to day running of the office and staff.• Prepared quotes and proposals for the Sales Department, ordered parts and equipment, and followed through with the Salesmen to delivery and installation.• Supported the IT Technicians with customer service and issue resolution.

• Liaison between Customer Management Specialists and the Sales Department to engage clients in issue resolution, service changes, and billing disputes to maximize customer satisfaction and retention.• Designed and implemented a process for customer service request follow-up and cancellation requests.• Supported the sales team with profitability statistics of new business and processed service changes for existing accounts.• Proof and approved accuracy and profitability of service agreements transferred daily to billing for processing.• Served as a resource to upper management in departmental decision making.• Provided sales team with new lead generation through SalesGenie.• Analyzed and calculated sales commissions weekly.• Generated monthly tonnage reporting for major accounts.

• Dealt directly with Sales Managers existing clients by providing customer service to foster and maintain good working relationships and build trust with customers.• Performed inside sales duties to gain new business through broker management companies and produced more leads through SalesGenie• Negotiated new business and service changes with brokers while making good business decisions to ensure profitability of accounts.• Addressed and resolved client issues in service and billing to ensure Maximum customer retention and satisfaction.• Generated profitability reports to produce reliable data on both current and prospective accounts to determine competitive pricing.• Took an active role in entire customer experience by assisting in collections, contract management, New Jersey & New York sales teams support, and receptionist duties.

Interstate Waste Services

• Team Leader of five temporary employees coordinating a project to organize the filing system of current and discontinued contract.• Developed and implemented a new filing system for current contracts; separated out expired contracts to be renewed by the sales team and discontinued files for storage.• Scanned current contracts into a database on the company intranet for easy access for the Sales Department, edited the current system, Tower, to reflect up-to-date customer & billing information and contract dates.• Worked closely with the IT department to build the intranet contract database and ensure the Tower system could process expiration alert reports to provide to the sales team on a monthly basis.